Final exam is 220 – Flashcards
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Transaction processing systems (TPS)
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Track data on activities such as products manufactured, services sold, people hired, and payroll checks generated
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Which of the following is false?
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Data from TPS systems feeds ERP systems
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Business transactions that are processed as they occur is an example of
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OLTP
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Which of the following is false?
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TPS need large computers to process the transactions.
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The most fundamental information systems in an organization are:
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transaction processing systems
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Data that have been processed by the organization's _____ are inputs into the organization's database
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TPS
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Which of the following is false?
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ERP systems look the same to users as functional information systems
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Enterprise resource planning systems take a(n) _____ view of the overall organization.
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business process
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_____ integrate the planning, management, and use of all of an organization's resources, and are designed to tightly integrate the functional areas of the organization.
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Enterprise resource planning systems
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The characteristics of ERP systems include all of the following except
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typically fitting an organization's existing business processes
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Enterprise resource planning systems are very _____ software products, meaning that companies typically have to change their _____ to accommodate how the software functions.
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structured, business processes
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_____ are interorganizational ERP systems that provide Web-enabled links between an organization's key business systems and its customers, suppliers, business partners, and others.
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ERP II systems
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The drawbacks of ERP systems include all of the following except:
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They consist of modules
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Which of the following was not included in early ERP systems?
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Sales and Marketing
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Which of the following is false about ERP II systems?
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These ERP systems have no optional modules.
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Which of the following is false?
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An organization doesn't have to use the business processes coded into the ERP.
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Which of the following has not been identified as a reason for ERP implementation failure?
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Lack of documentation
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The characteristics of ERP systems include which of the following
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all of the these
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The benefits of enterprise resource planning systems include
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All of these are benefits
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Routine reports
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Are produced at scheduled intervals
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Routine reports are produced at scheduled intervals and have set data requirements. _____ reports are used when requirements are not routine.
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Ad hoc
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_____ reports are produced at scheduled intervals.
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Routine
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_____ reports summarize the performance of critical activities.
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Key indicator
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_____ reports include only information that falls outside certain threshold standards.
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Exception
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To effectively manage by exception (i.e., use exception reports), the company must first create:
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performance standards
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. ___________ show different sets of data side by side.
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Comparative reports
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___________ are based on performance standards.
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Exception reports.
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___________ are produced on demand with specific data requirements.
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Ad-hoc reports
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You would expect ___________________ in a dashboard
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Routine reports.
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_____ reports show a greater level of detail than is included in routine reports.
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Drill-down
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Which of the following statements is false?
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Data consolidation and a 360-degree view mean the same thing
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_____ systems provide interactive communication with the customer throughout the organization.
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Collaborative CRM
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Methods that organizations use to interact with their customers are called:
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touch point
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_____ includes those areas where customers directly interact with the company
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Customer-facing CRM
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_____ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process.
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Sales force automation
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A check-in kiosk at the airport would be what type of CRM application?
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Customer touching
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_____ analyze customer data for designing and executing targeted marketing campaigns.
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Analytical CRM
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_____ is a CRM system that is hosted by an external vendor in the vendor's data center.
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On-demand CRM
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The benefits of open-source CRM include all of the following except:
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it has more functionality than in-house CRM systems
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Organizational goals for customer relationship management include
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Maximizing revenue stream from a given customer over multiple years.
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Customer-facing applications are operational CRM systems that can
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All of these.
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Analytical CRM is
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A system that examines customer behavior and perceptions to provide business intelligence
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Which of the following does NOT describe a customer touching CRM?
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Storefront signage displaying a sale at Target.
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Which of the following best describes one of the purposes of implementing an analytical CRM system?
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To enhance financial forecasting and customer profitability analysis.
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Which of the following is not an essential technology that enable an analytical CRM system?
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Smart phones.
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Which of the following is most likely to be a cloud-based CRM?
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On-demand CRM.
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Which of the following best describes CRM?
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a way of thinking and acting
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Which of the following is an important enabler of CRM?
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recognizing that there are many customer touch points
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. Which of the following statements concerning customer relationship management is false?
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CRM constitutes a specific use of technology.
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_____ systems support the front-office business processes which directly interact with customers.
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Operational CRM
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._____ includes those areas where customers directly interact with the company.
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Customer-facing CRM
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When customers help themselves, often through electronic touch points, this process is called:
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customer-touching CRM
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The sales, marketing, and service functions are part of:
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operational CRM
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_____ are applications and technologies with which customers interact and typically help themselves.
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Customer-touching applications
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Which of the following is not a customer-touching CRM application?
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Shopping cart
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_____ systems study customer behavior and perceptions to provide business intelligence.
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Analytical CRM
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_____ creates statistical models of customer behavior and the value of customer relationships over time.
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Analytical CRM
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_____ is a CRM system that is hosted by an external vendor in the vendor's data center
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On-demand CRM
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A company's suppliers, suppliers' suppliers, and the processes for managing them is the:
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upstream portion of the supply chain
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_____ are the physical products, raw materials, and supplies that flow along a supply chain.
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Material flows
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_____ is the ability for all organizations in a supply chain to access or view relevant data on purchased materials as these materials move through their suppliers' production processes and transportation networks to their receiving docks.
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Supply chain visibility
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A(n) _____ refers to the flow of materials, information, money, and services from raw material suppliers, through factories and warehouses to the end customers.
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supply chain
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Packaging, assembly, and manufacturing take place in which segment of the supply chain?
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internal
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The ________ refers to a company's organization and processes for distributing and delivering products to its final customers.
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downstream portion of the supply chain
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The goals of supply chain management include which of the following?
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all of the above
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Which of the following is not a goal of supply chain management?
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to increase cycle time
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Which of the following is not a problem along the supply chain?
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decreased cycle times
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The _____ refers to erratic shifts in orders up and down the supply chain.
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bullwhip effect
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Which of the following is not a possible solution to supply chain problems?
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horizontal integration
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. In the _____, the production process begins with a forecast.
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push model
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In the _____, the production process begins with a customer order.
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pull model
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The _____ is known as make-to-stock.
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push model
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The _____ is known as make-to-order.
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pull model
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What causes the bullwhip effect?
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All of these answers.
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Which of the following is not responsible for the bullwhip effect?
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poor supply forecast
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The primary goal of extranets is to
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Foster collaboration between and among business partners.
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Extranets use _____ technology to make communication over the Internet more secure.
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virtual private network
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_____ is the strategy of purchasing upstream suppliers, in order to ensure availability of supplies.
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Vertical integration
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_____ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers.
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Procurement
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_____ portals automate the business processes involved in selling products from a single supplier to multiple buyers.
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Distribution
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When Walmart sells a package of diapers, the company captures data on that sale at its point-of-sale terminal and transmits those data to the company that makes the diapers. When inventory gets too low, the diaper company ships more diapers in that Walmart store. This process is called:
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vendor-managed inventory
